Job summary
The Digital Services department has a culture of service improvement where an agile and responsive Digital Service function holds a mature dialogue as a partner with internal and external stakeholders. The department enables an organisation where staff have the right information tools to do their roles, and where staff are empowered as information citizens in a connected community.The Digital Services function supports all internal, clinical and corporate needs as well as a number of external service customers within Norfolk which is led by a Head of Digital Services with four teams (Customer Services, Infrastructure Services, SystmOne IT and Security & Change).
Customer Services comprises of a Service Desk team which provide first line technical support, acting as a single point of query into the organisation and a Desktop team which covers a geographical spread of 3,300 miles. The SystmOne IT team, the Infrastructure team and Security and Change team provide second and third line expertise in functional areas.
This role is working within the Service Desk, working as the initial point of contact for all IT related queries, providing first time fixes to incidents and providing excellent customer care. You will be supporting clinical and corporate staff both face to face and over the telephone. Supporting Windows 10, Office 365 and a number of internal applications.
Main duties of the job
Senior and supervisor of the IT Service Desk, to maintain and increase customer productivity by providing first line customer focused information and advice, solving technical incidents and problems.
About us
Apply now to join an organisation that has been awarded an 'Outstanding' rating by the Care Quality Commission (CQC), the highest possible rating and the first stand-alone NHS community trust in the country to be awarded the title.
Job description
Job responsibilities
Providing an IT single point of contact for IT incidents, requests for service and queries which range in complexity for both clinical and corporate customers Work as a part of the IT Service Desk function by performing as an effective interface between the business and IT support teams Overseeing the day to day operations of the Service Desk and Endpoint Configuration Analysts ensuring opening hours are resourced and deputising in the IT Incident Managers absence Supporting over 3750 customers, over 7000 technical hardware and ensuing a team effort of a 70% first time fix for approximately 4000 calls a month Detecting, recording, classifying and prioritising all IT incidents and service requests Recording all IT Incidents and Request for Service, ensuring all relevant details are captured in line with Service Desk standards
Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement Identifying and advising line management of potential performance failures before they become critical Responsible for maintaining data quality\integrity of the Digital Services call management system Investigate and diagnose incidents by providing first line telephony support, gathering and analysing information to identify and resolve a range of technical incidents such as hardware, software, application and network incidents with the objective of restoring normal service as quickly as possible some of which maybe complex Resolve or provide identified work around solutions to customer queries / incidents or assign to the correct specialised team within IT Provide technical advice and training for how to queries from customers Monitoring and tracking incidents, escalating where necessary hieratical or functionally
Liaising with third party suppliers to resolve faults or provide identified work around solutions on tailored or National systems Installing and configuring desktop software Creating/ deleting and administering IT accounts and system privileges in accordance with the security policy Oversee the day to day running of the Digital Services IT Service Desk and Endpoint Configuration Analysts including scheduling staff shift patterns to ensure IM&T operational hours are always covered Contribute to creating Service Desk process maps\ procedures and assist in keeping documentation up to date Responsible for the safe use of IT equipment, software installs, configuration and maintenance Provide training within the Service Desk team to ensure a multi-skilled team and effective knowledge transfer Process and handle customer complaints where dissatisfaction is expressed while ensuring a customer focused service is provided Supervise a team of Analysts Service Desk and Endpoint Configuration Analysts to ensure service level agreements and quality standards are met Provide regular and\or ad hoc performance statistics to line management and assist with development of best practice for the Service Desk Other Service Desk activities, as directed, to continuously improve service and strive for best practice Provide a professional and customer-focused service through the life cycle of each call, manage customer expectations by keeping customers informed of progress and explain technical resolutions\ workarounds in a language that suits the customers technical understanding Presenting a positive image of Digital Services at all times and comply with all Corporate Policy
Job description
Job responsibilities
Providing an IT single point of contact for IT incidents, requests for service and queries which range in complexity for both clinical and corporate customers Work as a part of the IT Service Desk function by performing as an effective interface between the business and IT support teams Overseeing the day to day operations of the Service Desk and Endpoint Configuration Analysts ensuring opening hours are resourced and deputising in the IT Incident Managers absence Supporting over 3750 customers, over 7000 technical hardware and ensuing a team effort of a 70% first time fix for approximately 4000 calls a month Detecting, recording, classifying and prioritising all IT incidents and service requests Recording all IT Incidents and Request for Service, ensuring all relevant details are captured in line with Service Desk standards
Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement Identifying and advising line management of potential performance failures before they become critical Responsible for maintaining data quality\integrity of the Digital Services call management system Investigate and diagnose incidents by providing first line telephony support, gathering and analysing information to identify and resolve a range of technical incidents such as hardware, software, application and network incidents with the objective of restoring normal service as quickly as possible some of which maybe complex Resolve or provide identified work around solutions to customer queries / incidents or assign to the correct specialised team within IT Provide technical advice and training for how to queries from customers Monitoring and tracking incidents, escalating where necessary hieratical or functionally
Liaising with third party suppliers to resolve faults or provide identified work around solutions on tailored or National systems Installing and configuring desktop software Creating/ deleting and administering IT accounts and system privileges in accordance with the security policy Oversee the day to day running of the Digital Services IT Service Desk and Endpoint Configuration Analysts including scheduling staff shift patterns to ensure IM&T operational hours are always covered Contribute to creating Service Desk process maps\ procedures and assist in keeping documentation up to date Responsible for the safe use of IT equipment, software installs, configuration and maintenance Provide training within the Service Desk team to ensure a multi-skilled team and effective knowledge transfer Process and handle customer complaints where dissatisfaction is expressed while ensuring a customer focused service is provided Supervise a team of Analysts Service Desk and Endpoint Configuration Analysts to ensure service level agreements and quality standards are met Provide regular and\or ad hoc performance statistics to line management and assist with development of best practice for the Service Desk Other Service Desk activities, as directed, to continuously improve service and strive for best practice Provide a professional and customer-focused service through the life cycle of each call, manage customer expectations by keeping customers informed of progress and explain technical resolutions\ workarounds in a language that suits the customers technical understanding Presenting a positive image of Digital Services at all times and comply with all Corporate Policy
Person Specification
Qualifications
Essential
- A degree or equivalent or experience of supporting Computer Desktop Hardware
- Microsoft Certification or equivalent
- ITIL Service Management foundation certification or equivalent knowledge
Desirable
- Service Desk Institute Analyst certification or equivalent
Experience
Essential
- Experience working in a customer service environment, providing excellent customer-focused service, managing customer expectations and dealing with difficult customers
- Department, Service Desk environment or equivalent
- Experience of effective call handling, separating relevant from irrelevant information, using appropriate questioning techniques and sign posting the customer through the process using a communication style that suits the customer technical understanding
- Experience of supervising a small team
Desirable
- An understanding of community focus and previous experience of working in IT within the public sector, preferably the NHS
- Experience of working within an ITIL environment
Skills, Abilities and Knowledge
Essential
- Good keyboard skills (RSA 2 typing/word processing or equivalent experience)
- Working knowledge of Microsoft Office / Apps
- Working knowledge of Microsoft Operating System Windows 10 / Windows 11
Communication
Essential
- Excellent communications skills (verbally and written)
Personal and People Development
Essential
- Excellent communications skills (verbally and written)
- Experience delivering training
- Experience supervising staff
Personal Attributes
Essential
- Excellent problem-solving skills
- Able to identify with the Trust's commitment to safeguarding and promoting the welfare of children and young people/vulnerable adults.
Other
Essential
- Able to make own travel arrangements
Person Specification
Qualifications
Essential
- A degree or equivalent or experience of supporting Computer Desktop Hardware
- Microsoft Certification or equivalent
- ITIL Service Management foundation certification or equivalent knowledge
Desirable
- Service Desk Institute Analyst certification or equivalent
Experience
Essential
- Experience working in a customer service environment, providing excellent customer-focused service, managing customer expectations and dealing with difficult customers
- Department, Service Desk environment or equivalent
- Experience of effective call handling, separating relevant from irrelevant information, using appropriate questioning techniques and sign posting the customer through the process using a communication style that suits the customer technical understanding
- Experience of supervising a small team
Desirable
- An understanding of community focus and previous experience of working in IT within the public sector, preferably the NHS
- Experience of working within an ITIL environment
Skills, Abilities and Knowledge
Essential
- Good keyboard skills (RSA 2 typing/word processing or equivalent experience)
- Working knowledge of Microsoft Office / Apps
- Working knowledge of Microsoft Operating System Windows 10 / Windows 11
Communication
Essential
- Excellent communications skills (verbally and written)
Personal and People Development
Essential
- Excellent communications skills (verbally and written)
- Experience delivering training
- Experience supervising staff
Personal Attributes
Essential
- Excellent problem-solving skills
- Able to identify with the Trust's commitment to safeguarding and promoting the welfare of children and young people/vulnerable adults.
Other
Essential
- Able to make own travel arrangements
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
